When Life Gives You Lemons...

For me this summer has flown by. It's hard to believe my son will start second grade in a month. Seems like just a week or so ago he was finishing first grade. When you work for yourself one of the perks is being able to take more time off during the summer. This is especially true if you have young kids. But you also have to remember that if you're not working you're not getting paid-unless you're one of those successful Google AdSense millionaires I have heard about. That can present a problem when it's time to pay the electricity bill.

There are ways that you can still take time off during the summer and be able to pay your bills. For example, as you approach the summer months you can work more hours and try to increase your cash reserve. You can start cutting back on non-essentials to save a few dollars also.

Another way to work and have time off during the day is to work "off" hours. You can get up earlier than your kids, work a few hours and then still have time off during the day. Or you can work at night when the kids have settled down.


Some times we are forced to work at odd hours, whether we want to or not. Last week I was lamenting the fact that I had not done much work this summer. Just when I decided to at least try to work two to four hours a day I went out and bought a puppy for my son. He promised he would take care of her (although I know I'm going to end up doing most, if not all, of the work) so off we trotted to a breeder in Houma, La., a little town about an hour's ride from New Orleans.


Now mind you I knew in the back of my mind that there would be a period of adjustment for the new baby. Knew she would cry for her mom and the rest of her litter but she was just so darn cute and my son had been bugging me for a dog for ever. Well, I can tell you I have not had much sleep since we got her on Saturday. And during the day I have been so bug-eyed working is out the question (I'm trying to cut back on my java so I have been extra cranky and sleepy).

As I sat down to check my email yesterday with Minnie (Minnie Joy Turner is her name!) the cutest tan five-pound Cocker Spaniel you ever want to meet sitting at my feet and licking my toes ever so often, I realized that instead of bitching and moaning about not being able to work, I can take this lemon I've been given and make some ice-cold lemonade. When she's crying at night and I can't sleep, I can either put her in my bed to comfort her which I don't want to because I don't want to get her into the habit of sleeping with me or I can try to sleep with her howling like a wild coyote. Since neither of these options appeal to me I can also get my butt up and work. At least do things like check email, do research and yes, write this blog. I'm not sleeping anyway so why spend all night tossing and turning?

I was up at 3:30 this morning and worked until about 6:30. I was able to sleep until about 8 and then she was up again, along with my son.

Everyone says she will probably settle down in a week or so but for now I think rather than fight it I will give in and work the night shift. With all of her crying she's actually a lot quieter than my son!

Responding to Customer Complaints

Recently I logged on to Office Depot to order some items that I needed for my home office. I like ordering routine items for several reasons. First, if I order over 25 bucks the shipping is free. There's also next day delivery. But most of all I don't like to drive more than a couple of miles and the nearest Office Depot is about 25 miles away. Before Katrina blew into town I could walk to the nearest Home Depot but alas, the company has decided not to rebuild (at least for now) in my area. But I digress.

I placed my order after having some problems- the system was extremely slow. Initially, I thought it was my connection but after checking other sites I determined it was OD's server. As I was checking out a pop-up window asked if I would mind taking a quick survey about my experience. Bizrate was actually doing the survey, which they then send along to the clients. I gave OD a good rating but I also added a comment about my frustration getting my order placed. I added that I had been a customer for years and planned to continue ordering online even with the little glitch.


Later that day I received a really nice email from a fellow at Office Depot who apologized for the delay in placing my order. He said no one else had complained so he didn't think it was a problem on their end. As a token of gratitude he knocked 10%off my order.

I was impressed first by how quickly OD responded to my comments. I say comments and not complaint because I really didn't think I was complaining. I made sure I added that I was overall satisfied with my previous experience and even with the hold up I would return again. Still I was glad to know that the company had someone actually reading these surveys and responding in a timely manner.

How well do you respond to customer complaints? If you want to assure that your customers don't jump ship, you need to respond ASAP, the same day if possible, but definitely within 24 hours of their complaint. We know that a dissatisfied customer will tell others about a bad experience. We also know that a satisfied customer will also talk about it. I'm spreading the word through this blog and I've also told a few other people about it. I know that I can shop with ease because if I have a compliant it won't fall on deaf ears. That makes me want to buy from Office Depot, whether I need the items or not! So I ask you again, how well do you respond to customer complaints?

Are You Prepared for Disaster

As I continue to recover from Hurricane Katrina I can't help but cringe a little as we approach the beginning of the hurricane season. Luckily, I am definitley more prepared than I was in 2005. The SBA sent out a press release containing valuable information to help you get prepared for this coming season.




U.S. Small Business Administration

-- News Release --

***********************************************

Release Date: May 30, 2008
Contact: Carol Chastang (202) 205-6987
Release Number: 08-57
Internet Address: http://www.sba.gov/news

Homeowners, Renters and Businesses are Urged
To Prepare for Disaster before it Strikes

WASHINGTON – As several states recover from the destruction and loss of life
caused by recent tornadoes, floods and wildfires, and other areas prepare for
the beginning of the 2008 Atlantic Hurricane Season on June 1, the U.S. Small
Business Administration is urging the public to develop an emergency plan
before the disaster hits.

“Every threat, from wind storms, floods and wildfires, to power outages and
computer system failures, reminds us to be proactive when it comes to
planning strategies to survive a disaster and recover quickly,” said SBA Deputy
Administrator Jovita Carranza. “The catastrophic events of the last few years
demonstrate the need for preparedness at the individual level, to diminish the
risk to life and property.”

The SBA stands ready to help communities recover in the aftermath of a
disaster. Following the Gulf Coast Hurricanes of 2005, the SBA approved more
than $5 billion in disaster loans to 102,700 homeowners and renters in the
region. Businesses in the area were approved for 16,780 business disaster
loans worth $1.6 billion.

During the past two years the SBA has been preparing to respond to major
disasters by reengineering the Disaster Assistance program with a significant
focus on customer service, direct accountability, and new technologies that
have quadrupled processing capacity. In June 2007 the agency completed its
Disaster Recovery Plan, which includes procedures to better handle future
catastrophic disasters, and has begun testing this plan through simulations
conducted with outside experts.

Disasters strike in all seasons. Since Oct. 1, the SBA has responded to 137
declared disasters, including those for drought. Of those, 118 are open at
present.

Disaster preparedness for homes and businesses should include:
• A solid emergency response plan. Find evacuation routes from the home or
business and establish meeting places. Make sure everyone understands the
plan beforehand. Keep emergency phone numbers handy. Business owners
should designate a contact person to communicate with other employees,
customers and vendors. Ask an out-of-state friend or family member to be
your “post-disaster” point of contact – a person to call to provide information
on your safety and whereabouts.

• Adequate insurance. Disaster preparedness begins with having adequate
insurance coverage—at least enough to rebuild your home or business.
Homeowners and business owners should review their policies to see what is or
isn’t covered. Businesses should consider “business interruption insurance,”
which helps cover operating costs during the post-disaster shutdown period.
Flood insurance is essential. To find out more about the National Flood
Insurance Program, visit the Web site at www.floodsmart.gov.

• Making copies of important records. It’s a good idea to back up vital records
and information saved on computer hard drives, and store that information at
a distant offsite location. Computer data should be backed up routinely.
Copies of important documents and CDs should be stored in fire-proof safe
deposit boxes offsite.

• Protection of windows, doors and roofing. Installing impact-resistant window
and door systems, or simple plywood shutters installed before the storm hits
can enhance their ability to resist impacts from wind-borne debris. Hire a
professional to evaluate your roof to make sure it can weather a major storm.

• A “Disaster Survival Kit.” The kit should include a flashlight, a portable radio,
extra batteries, a first-aid kit, non-perishable packaged and canned food,
bottled water, a basic tool kit, plastic bags, cash, and a disposable camera to
take pictures of the property damage after the storm.

More preparedness tips for businesses, homeowners and renters are available
on the SBA’s Web site at
www.sba.gov/services/disasterassistance/disasterpreparedness/index.html.
The Institute for Business and Home Safety (www.ibhs.org ) also has
information on protecting your home or business. For learn more about
developing an emergency plan, visit www.ready.gov or call 1-800-BE-READY
to receive free materials.

The SBA makes low-interest loans to homeowners, renters and non-farm
businesses of all sizes. Homeowners may borrow up to $200,000 to repair or
replace damaged real estate. Individuals may borrow up to $40,000 to cover
losses to personal property.

Non-farm businesses and non-profit organizations of any size may apply for up
to $1.5 million to repair or replace disaster damaged business assets and real
property. Small businesses that suffered economic losses as a direct result of
the declared disaster may apply for a working capital loan up to $1.5 million,
even if the property was not physically damaged.

To learn more about the SBA’s disaster assistance program, visit the Web site
at http://www.sba.gov/services/disasterassistance/index.html.

# # #

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Promoting Your Business Through Public Speaking

If you're not shy about speaking in front of a group, being a featured speaker is a great way to advertise your business- and establish yourself as an expert.

Getting started is simple. You can contact associations, your local chamber or other business groups to offer yourself as a speaker for an upcoming meeting or event. Groups of this sort are always looking for speakers.

You can also sponsor your own event. If you have a storefront, you can have events onsite after hours or if appropriate, during the work day. You may also be able to use a conference room in many facilities for free (or a small fee). Check with your local library, community center or even shopping mall.

No matter which route you decide to take, make sure you prepare well in advance. You will have the topic selected of course before you approach an organization. Decide what specific issues you will cover and be sure to have some information for participants to take home with them such as like related tip sheets, a resource sheet for more information on the topic covered (a list of websites or telephone numbers, for example)and of course your brochure and business card.

You can also offer a few giveaways. For example, you can give out numbers as participants sign in and at the end of the engagement award a small gift to a lucky winner. This can include tangible items that you purchase- a nice gift basket- as well as coupons for free goods and services from you.

Even if you are the shy type, give public speaking a try. It's a great way to overcome your fear of public speaking, establish yourself as an expert and drum up business at the same time.

Free Online Communication Seminar for Business Owners

I received this press release release from the SBA today. Sounds like a good deal.


" An hour-long Internet coaching session aimed at sharpening communications skills for business owners will be presented by Granville Toogood, a former network news producer for NBC and ABC on April 24, from 11 a.m. to noon. The free seminar is sponsored by the U.S. Small Business Administration, Financial Times newspaper and Liminal Group, a company co-founded by Toogood.

During the “Leadership Communications” coaching session, broadcast live from New York, Toogood will present tips on speaking effectively with employees, customers, bankers and colleagues at any venue, from a boardroom to a stage in front of a large audience. Demonstrations on steering a meeting and negotiating deals, inspiring employees, and speaking with confidence will be presented during the session.

“Developing the ability to stay on message and convince an audience – be it
one customer or a room full of potential investors – is a skill business owners
must cultivate in order to succeed,” said SBA Administrator Steve Preston. “This seminar will provide another useful tool for entrepreneurs interested in improving their skills.”

For more information about the event and registration, call 212-546-4625 or
visit http://www.liminalgroup.com/lim_webseminar/index.php?dc=sbapress.
Toogood has coached executives and managers from Deloitte & Touche, Morgan Stanley, Swiss Bank, Northrop Grumman, the New York Stock Exchange, and CitiGroup. A former reporter for Life magazine, Toogood has written several bestselling books on leadership and business communications.

The Financial Times is recognized as one of the world’s’ leading business publications, with a readership of 1.3 million people in over 110 countries.
Co-founded by Toogood in 2003, the Liminal group is a partnership of executive coaches and organizational consultants helping individuals and corporations position themselves as leaders in their industries. "

Bloggers Unite For Social Human Rights

If you blog you might be interested in participating in Bloggers Unite on May 15. On this day all bloggers are asked to blog about human rights. You can go here to find out more and to register. You can also find possible topics to blog about.